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Mobile Industry Customer Service Director
2 weeks ago
We are seeking an experienced and dynamic leader to elevate our customer service operations.
This pivotal leadership role is designed for a hands-on manager who thrives in a technical, trade-focused environment.
You will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for excellence and expertise.
You will lead a team dedicated to providing exceptional service to a knowledgeable B2B clientele, requiring a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.
Key Responsibilities:- Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
- Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice.
- Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
- Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.
- A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry.
- Proven Bachelor Degree or Equivalent.
- Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- A demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship.
- Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.
- A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
- Solid administrative skills and proficiency with CRM systems and standard office software.
